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20 Ratings
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Score 7.7 out of 101
1 Ratings
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Score 9 out of 101

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Likelihood to Recommend

Aspect Workforce Management

I would say Aspect is less appropriate with smaller businesses or businesses with a smaller amount of clients. Aspect is really useful if you have a lot of customers and employees as you have to schedule the employee breaks and time off around the business needs. A lot of smaller businesses don't need that ability since they might not have the demanding customers like a lot of larger companies would have.
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Workloud

Workloud is excellent for a large organization, as it allows one manager to oversee all employees' scheduling, PTO and time off requests as well as ensure no overlap is occurring between schedules and sites. We give access to the site managers to train employees, and having this accountability has made it much easier to follow all requests and schedules to ensure they are up to date and remain accurate. Time & Attendance, Scheduling, Absence Management, and employee access on their mobile devices is key for such a large company. Less appropriate may be for a smaller organization where you can manually match schedules and keep track of PTO.
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Pros

  • The tool offers a great deal of flexibility in forecasting approaches. It allows you to track seasonality, growth, day of week factors, arrival patterns, store information on holidays and special events. You have the flexibility to forecast based on historical data or user defined data or a combination.
  • Although somewhat complex to configure initially, the scheduling features are also quite flexible allow you to create schedule scenarios for the most unique situations.
  • There are a great number of reports available in the tool and the tools offers you a variety of different options for pulling the same data making it much easier to analyze and trend. You can also set up routine reports to automatically run and export in a variety of different formats and save to shared drives or even email to specific users.
  • The agent interface "Empower" it also very intuitive making it easy for agents to view their schedules, request time off, participate in shift bids and view their own performance reports.
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  • The roster in the scheduler is excellent. It allows you to do multiple designations for days, nights, holidays, vacations, PTO
  • Ability to see all the employee requests and their remaining PTO hour usage. As an employer, you can monitor your employees PTO balances and requests to easily deny.
  • Employees are able to see their schedule months in advance allowing them to plan their personal schedules much easier.
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Cons

  • The configuration of the system is quite complex and very difficult to administer.
  • Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
  • RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
  • The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.
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  • Reporting functions can be improved to better be manipulated based on the organization's needs.
  • Customer Service or a manual guide for training new employees would be very beneficial.
  • When employees are promoted or change departments, it is often confusing to transfer them through the software. You lose all your past notes and history on the employee which I would prefer to retain.
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Likelihood to Renew

Aspect Workforce Management8.5
Based on 6 answers
If I were in a position to use this type of software again, Aspect would be at the top of my list. The biggest factors I would consider would be the size and culture of the call center where it would be used.
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Usability

Aspect Workforce Management8.0
Based on 1 answer
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
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Support

Aspect Workforce Management8.0
Based on 1 answer
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
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Implementation

Aspect Workforce Management9.0
Based on 1 answer
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
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Alternatives Considered

This was the first and only scheduling software that I had any experience with. I was not involved in the selection process, only the implementation and on going support.
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Workloud is much more user friendly and easier to manipulate. What I mean by that is we are able to create schedules and change to accommodate our company's growing needs. Our managers like being able to see their whole schedule as it pertains to their site location and having the accountability on their staff to ensure their schedules remain up to date. Many other tools such as Deputy are not able to be changed and are only used for adding specific shift times in a schedule.
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Return on Investment

  • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
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  • Once you have the schedule pattern loaded I like that it keeps going forever in calendar years which results in less time our managers have to spend on scheduling.
  • Ability to see all the employee requests and their remaining PTO hour usage has led to less HR questions regarding PTO and also less issues concerning the accrual of hours and vacation time.
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Pricing Details

Aspect Workforce Management

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Workloud

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details